Crashing and disconnecting from internet

[Codie01]

My HP laptop has been crashing and displaying the blue screen that says "we've run into a problem" or displaying a "boot device not found"  3FO error. I've tried a factory reset with a fresh install of windows and running chkdsk repair and the problem has not resolved. I've also been  having a problem with my network adapter repeatedly disconnecting and reconncting to the internet without there being an issue with my Wi-Fi (other devices are not having the same issue). I've tried updating drivers for my adapter and the newest update made it worse and caused me to get much slower speeds, and i've tried completely resetting my adapter with any improvement reverting back to how it was after a day or two.

For some background, I received my laptop from a seller on Amazon in January 2022 and the casing on the left side of my laptop and my display was open from what seemed like being dropped. I snapped it back together and my laptop seemed to work fine until a week or two later, when it started crashing and displaying "boot device not found " every once in a while. I've always been able to turn off my laptop and turn it back on when I get this error or the blue screen, or my laptop restarts on it's own. This issue has just been happening more frequently for the past 6 months or so, and is more disruptive because I'm currently in college. The adaper frequently disconnecting from the internet just started in the past 6 months or so.

Does anyone know what could be causing this issue? i've only been told it might be a damaged or faulty SSD, but it passes tests just fine and my laptop runs fine when it's not randomly crashing.

[Raj_05]

Hi @Codie01,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

The issues you're experiencing could be a result of both hardware damage and software instability, especially considering the initial drop and open casing on the laptop. Here are some steps and considerations that could help.

Check for Physical Damage

• Since your laptop has been physically impacted, the SSD and other internal components could be affected even if tests pass sometimes. An intermittent issue, like loose connections or slight physical displacement, could explain the "Boot Device Not Found" (3FO) errors.
• It would be beneficial to have a technician open the laptop to inspect the connections and overall condition of the SSD, motherboard, and connectors.

Run Additional Diagnostics on the SSD and Memory

• Although you've run chkdsk and standard tests, running an SSD health check through more advanced tools (like CrystalDiskInfo) might reveal underlying issues.
• Similarly, running Windows Memory Diagnostic or a tool like MemTest86 on your RAM could identify any intermittent memory issues that could cause crashes.

Update or Roll Back Network Adapter Drivers

• The network adapter issue sounds like it may have been worsened by the latest driver update. Try rolling back to an older, stable driver version if you have one available. In Device Manager:
  1. Right-click the network adapter > Properties > Driver tab > Roll Back Driver.
  2. If rolling back is not possible, uninstall the current driver and reinstall the recommended version from the HP Support website.

Consider Replacing the SSD

• If no other solution works, replacing the SSD may still be necessary. Although it passes tests, the intermittent boot failures and blue screens could stem from minor but progressively worsening issues.

Network Adapter Troubleshooting

• Ensure that "Allow the computer to turn off this device to save power" is unchecked:
  1. Go to Device Manager > Network adapters > Right-click your adapter > Properties.
  2. Under the Power Management tab, uncheck the box.
• You may also consider using an external USB Wi-Fi adapter temporarily to see if the issue persists.

I hope this helps.

Take care and have a good day.

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Alden4

HP Support